Our Satisfaction & Refund Promise

Your satisfaction is our priority. We proudly offer a 7-day satisfaction guarantee on all new subscriptions to give you peace of mind:

• **Full Refund Eligibility:** You are entitled to a full refund within the first 7 days of your first purchase, no questions asked.
• **Straightforward Process:** We have designed our policy to be straightforward and customer-friendly for all new members with minimal paperwork.
• **Secure Refund:** Refunds are promptly sent back to your original payment method via secure, encrypted channels.
• **Efficient Processing:** Our team is committed to processing all eligible refunds within 5-7 business days with complete transparency.

To ensure fairness, refunds are granted under the following specific conditions:

• **Technical Incompatibility:** When the service does not work on your device, even after extensive troubleshooting with our VIP support team.
• **Significant Service Outage:** In the rare case of major, persistent service outages that prevent you from enjoying your content for more than 24 hours.
• **Billing Discrepancies:** For confirmed billing errors or unauthorized transactions on your account that we cannot immediately resolve.
• **Feature Deviation:** When the delivered service is fundamentally different from the features advertised on our platform at the time of purchase.
• **Unresolved Technical Issues:** In cases where our expert support team is unable to resolve a persistent technical error within 48 hours of first contact.

How to Request a Refund

To submit a refund request, please follow our streamlined process:

• **Contact VIP Support:** Reach out to our specialized support team via email at support@lunotv.us with your order details.
• **Provide Details:** Include your account information and a clear explanation of the specific reason for your refund request.
• **Allow Troubleshooting:** Give our technical experts the opportunity to resolve any issues you might have within 48 hours.
• **Receive Confirmation:** If the issue cannot be resolved, we will promptly process your refund request and notify you with tracking details.

Our Refund Processing Timeline

We are committed to processing refunds efficiently and transparently:

• **Initial Review:** Your request will be evaluated by our team within 1-2 business days.
• **Refund Approval:** You will receive confirmation of your approved refund within 1 business day.
• **Payment Processing:** The refund will be issued to your original payment method within 3-5 business days.
• **Total Timeframe:** You can expect the entire process to be completed within a maximum of 7 business days.

To maintain a fair system for all members, refunds are not granted in the following situations:

• **Terms of Service Violations:** Any violation of our established terms of service completely voids refund eligibility.
• **Policy Abuse:** A pattern of repeated refund requests or other actions deemed as abuse of our policy.
• **Expired Guarantee:** Refund requests submitted after the 7-day satisfaction guarantee has expired.
• **Extensive Usage:** When the service has been extensively used (over 100 hours) before the refund request is made.
• **Prorated Terms:** We do not offer prorated refunds for remaining portions of a subscription term under normal circumstances.

You have complete control over your subscription and can cancel at any time without penalty:

• **Self-Service Cancellation:** Cancel your subscription easily directly through your account settings with just a few clicks.
• **Assisted Cancellation:** Our VIP support team is also available to assist you with the cancellation process if needed.
• **Continued Access:** Your service remains active until the end of your current paid term without interruption.
• **No Prorated Refunds:** Please note that cancellation does not trigger a refund for unused portions of your term (unless you are eligible under the 7-day guarantee).
• **Easy Reactivation:** You can reactivate your premium subscription at any time with your previous settings intact.

Credit/Debit Cards

Refunds for credit/debit card payments:

• Are sent to the card originally used for the transaction
• May take 5-7 business days to appear
• Please contact your bank if the refund is delayed beyond this timeframe

Digital Wallets

Refunds to digital wallets (such as PayPal):

• Are sent to the original wallet account
• Usually appear within 1-3 business days
• Please check your wallet's transaction records

For refund applications or questions regarding our refund policy:

• Email: support@lunotv.us
• WhatsApp: 447465730759
• Live Chat: Accessible on our site
• Response time: Usually within 24 hours